Desktop Support Engineer

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Job Summary:

Provides front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals across multiple platforms, including macOS, iPadOS, and Windows operating systems. Also responsible for responding to, documenting, and resolving service tickets in a timely manner.  Duties also include ordering, configuring, inventorying and deploying systems throughout the Library and external supported locations as well as providing IT support for emerging technologies.

Must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT teams or staff members.

The Support Analyst will also perform root cause analysis, resolve typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and audio-visual equipment. This position may require independent work, sharing information across multiple departments, and assisting other IT professionals as well as staff and faculty with their work.

This position is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experiences that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path.

The University will not sponsor a work visa for this position.

Qualifications:

Desktop Support Engineer I: Requires a bachelor’s (or equivalency) + 2 years of directly related work experience or a master’s (or equivalency) degree.

Responsibilities:

This position will work closely with Student Computing Services (SCS) and other members of Client Platform Services (CPS) to provide a wide range of IT related services.  These services include triage of problem tickets submitted by students, faculty, and staff, investigating technical issues, deployment of systems, assisting with software related problems, and helping Library staff with technology training.  This position will also assist with medium to long range projects, such as building software packages, Jamf Pro and Microsoft Configuration Manager implementation, and integrating technology services.

Preferred Qualifications:

Continuously demonstrated ability to troubleshoot the root cause of and resolve complex issues individually and through teamwork.  Excellent knowledge of both Windows and Mac operating systems, which use Jamf Pro and Microsoft Configuration Manager in managed environments.  Ability to build/install software packages, work with multi-platform hardware systems, and programming/scripting experience would be helpful.

The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goals.